A Global Software Company based in Staines seeking a Resource Management Representative to join their team on a contract basis for 12 months.

Resource Management Representatives (RMRs) are responsible for distributing case workload amongst available skilled Support Representatives within an assigned Subject Matter Expertise (SME) team. To ensure SME teams are adequately staffed to meet the volume of customer cases, an RMR will work closely with the SME Managers to maintain Work Force Management (WFM) schedules, ensuring there is a required mix of skills during any given shift. Global Queue Managers (GQMs) partner with RMRs to evenly distribute workload across available Technical Support Engineer (TSE) and Customer Service Representative (CSR) resources.

Strong organisation and communication skills are key to being successful, as well as being able to engage and influence the stakeholder groups involved in case management.

Primary Duties and Responsibilities

Case Dispatch: Work closely with and in the same shift pattern as the GQM for a designated region, to ensure cases are dispatched to the best-skilled resources with enough time to meet initial response Service Level Agreements (SLAs).

Responsible for reviewing all new and unassigned cases on the RMR Dashboard and making dispatch decisions based on Support Representative availability, skill, and readiness, as well as case Special Handling Notes (SHN), urgency, and impact.

Ensure cases are being assigned with enough time to meet initial response SLAs.

Ensure cases are assigned out on priority and in line with SLAs.

Assign cases as per the case dispatch process in KB(phone number removed).

Document actions taken or decisions made in the worknotes.

Work closely with the GQM to manage conflicts in assignments or priorities

Being responsive to GQMs, from incoming and outgoing regions

Assessment of TSE or CSR capacity should include incoming work, actionable backlog, and Follow the Sun (FTS) handoffs​​

Routing: Validate all unassigned cases, making sure they are sitting within the correct assignment group queues

Scheduling: Responsible for working with SME Managers to maintain Work Force Management (WFM) schedules.

Manage Support Representative schedules: Do initial setup and update exceptions in WFM

Alert Managers if staffing levels are too low for operational effectiveness

Ensure primary POCs (Points of Contact) on shift are updated and accurate in WFM, e.g., GQMs

Upload shift rotation schedules at least 3 months in advance, ensuring public holidays and leave requests are considered.

Handovers: Communicate with outgoing and incoming shifts as needed

Qualifications and Experience:

Minimum of 2 years of experience in a field related to Customer Service, Technical Support, Project Management, Workforce Management, Resource Management, or similar

The ability to communicate, collaborate and negotiate effectively

Technical awareness: Ability to understand technical terms as they relate to our products and services

Ability to multi-task in high-pressure, time-sensitive situations

Good data entry skills and experience using MS Excel

Excellent organization and time management skills

The ability to work as part of a team and independently, as circumstances dictate

Previous Workforce management experience is advantageous

Exposure to Cloud Platforms, specifically the platform, is advantageous

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK